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Most problems Ask Duvo finds, Ask Duvo can fix — a Connection to re-authorize, an AOP step to reword, a Run to restart. Some it cannot: a platform fault on Duvo’s side, or a question that simply needs a person. In those cases Ask Duvo can hand the problem to the Duvo team for you, from inside the chat, with everything it already learned attached. You stay in control of that handoff. Ask Duvo drafts the message; you read it, edit it, and decide whether it goes.
Beta — escalating from chat is part of the Ask Duvo public beta and is enabled per team. If you do not see it — or if sending tells you “Sending to support isn’t set up yet. Contact the Duvo team directly to continue.” — use the Need help? button at the bottom of the sidebar or email support@duvo.ai. Both reach the same team.

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When Ask Duvo Offers to Escalate

There are exactly two situations that produce an escalation. Ask Duvo never files anything on its own initiative outside them. When you ask for a person mid-conversation, Ask Duvo already has the context and offers the handoff straight away. If you open a brand-new chat with nothing but a request for support, Ask Duvo asks what you need first — a one-line escalation helps nobody — and then offers the handoff once it understands the problem.

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What the Escalation Card Shows

Instead of sending anything, Ask Duvo posts a card into the conversation. While it writes, the card reads Writing a message to the Duvo team…. Once it is ready, the card is headed Message to the Duvo team and holds:
  • A short subject summarizing the problem, which becomes the subject of your support ticket.
  • The reason the card exists — either “Duvo couldn’t fix this on its own.” or “You asked to reach a person.” That line stays on the card in every state, so the transcript records why the handoff happened.
  • A status badge reading Needs your review until you decide, then Sent or Dismissed.
  • The draft message to the Duvo team, written in your voice, in a box you can edit directly. Above the box the card reminds you: “Review and edit the message. Nothing has been sent yet. Duvo attaches the technical details separately.”
  • Two buttons — Send to support and Dismiss. When something specific is linked — the Run, the Connection, the Clarity process — an Open the linked page link sits alongside them.
Nothing reaches the Duvo team until you press Send to support yourself. Ask Duvo cannot send it for you, and closing or leaving the chat does not send it. The card simply stays in the conversation on Needs your review.
Read the draft before sending it. Ask Duvo writes it from what it observed, so it is a starting point, not a statement you are bound to — shorten it, correct it, or add the detail it missed.

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Sending an Escalation

Read the draft

Check that the draft describes the problem the way you would describe it. Pay attention to anything Ask Duvo inferred rather than saw.

Edit it if you need to

Edit the message directly in the box on the card. What you send is what the Duvo team reads — your edits are not merged with or overridden by the original draft. If you clear the box entirely, Send to support stays disabled until there is text again.

Send it

Press Send to support. The button reads Sending… while Duvo files the support ticket. The badge then flips to Sent, the card reads “Sent to the Duvo team.”, and Ticket ref appears with the reference — something to quote if you follow up.

Continue in the chat

You do not leave the chat to do any of this, and you do not have to stop working when it is done. Carry on with Ask Duvo on anything else while the Duvo team picks the ticket up.
Once a card has been sent it cannot be sent again — a second attempt on the same card will not open a duplicate ticket, and it tells you “This message is no longer waiting to be sent. The status above is up to date.” instead. If you need to add something afterwards, reply on the ticket itself rather than escalating again.
Use whichever action the card still shows.
  • “Couldn’t send your message. Try again.” — the attempt did not complete. Press Send to support again: Duvo checks whether the earlier attempt actually reached support before doing anything, and confirms that ticket rather than filing a second one.
  • A card that has gone read-only on Sending is still settling, and has no button to press. Give it a moment and reopen the chat. If it is still on Sending, contact the Duvo team through Need help? or support@duvo.ai — they can confirm whether a ticket was created, so you neither wait on one that does not exist nor file a duplicate.
  • “This message is no longer waiting to be sent. The status above is up to date.” — the card was already decided elsewhere, or a send is still in flight, for example from another open tab. It refreshes itself to the state it is really in.
  • “Sending to support isn’t set up yet. Contact the Duvo team directly to continue.” — escalation from chat is not enabled for your workspace. Use Need help? or support@duvo.ai instead.
  • “Dismissing isn’t available for your team. You can leave this message as it is.” — dismissing is switched off for your team. The card simply stays on Needs your review; leaving it there sends nothing.
If Ask Duvo cannot prepare a draft at all, “Couldn’t prepare a message for the Duvo team. Ask Duvo to try again.” appears in place of the card — asking again is all it takes.

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What Travels with the Escalation

An escalation is worth more than a message, because Ask Duvo already knows what happened. Two separate things go along with it. What you wrote. The body of your support ticket is the message you reviewed, and only that message. Duvo does not quietly append its own diagnosis to your words. What Duvo observed. The diagnostic material is filed alongside the ticket for the Duvo team, not presented as something you said. It covers:
  • Which of the two triggers produced the escalation — the same reason the card shows you.
  • A link to whatever is broken — the Run, the Connection, the Clarity process — so the team can open it directly rather than asking you for a URL. It is the same destination as the card’s Open the linked page link, so you can check it before sending.
  • A link back to this chat, so the team can see the conversation that led here.
  • A summary of the error and of what Ask Duvo already tried, so nobody starts the diagnosis over from zero.
Your name and email come from your Duvo profile, so the ticket is attached to you without you typing anything.
Everything attached is context Ask Duvo gathered in this chat and about your own team’s Runs and Connections. Escalating does not grant the Duvo team standing access to your data — see Security and Privacy.

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Where Replies Arrive

This is the part worth remembering: replies do not come back into the Ask Duvo chat. A sent escalation becomes a normal support ticket, and it shows up in the same two places every other Duvo support ticket does:
  • In the app — open Need help? at the bottom of the sidebar. Your tickets and the Duvo team’s replies are there, and the button shows a badge when there is something unread.
  • By email — replies also reach the email address on your Duvo profile, so you do not have to sit in the app waiting.
The handoff is deliberately one-way. Ask Duvo sends the escalation out; it does not read the reply back in. Answering inside the Ask Duvo chat will not reach the Duvo team — reply under Need help? or to the email instead.
The reason is simple. When Ask Duvo escalates, the fix is usually on Duvo’s side and needs the Duvo team to act, not more conversation with the Agent. Once it is resolved, pick the chat back up whenever you like.

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If You Do Not Want to Send It

Press Dismiss, where your team has it available. Nothing is sent, no ticket is created, and no one is notified. The badge flips to Dismissed and the card reads “Dismissed. Nothing was sent. Ask Duvo again if you change your mind.” — the transcript still reflects what happened, and asking Duvo again is all it takes to get a fresh draft. Dismissing is the right move when the draft is aimed at the wrong problem, when you have realized the fix is on your side after all, or when you would simply rather write to the Duvo team yourself. If dismissing is switched off for your team, leave the card on Needs your review instead — an escalation that is never sent reaches nobody.

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Other Ways to Reach the Duvo Team

Escalating from chat is a convenience, not the only route. All of these reach the same team:
  • Need help? at the bottom of the sidebar, in the app.
  • support@duvo.ai by email.
  • Your usual contact at Duvo, if your organization has one.
We do not publish a response time here, because it depends on what you have run into. The Ticket ref on a sent card is the fastest way to get an answer about a specific escalation.

Retries, Failures, and Skipped Steps

What Duvo retries on its own, and which failures you can fix yourself before escalating

Runs List

Finding the failed Run and its evaluation badge before you escalate

Connections Overview

Re-authorizing an expired Connection, the most common fix that needs no escalation

Security and Privacy

How Duvo handles your data, including data shared with support